Remedy upgrades CSS app

Remedy has released an enhanced version of its customer service and support (CSS) application. Called Remedy Customer Support 5.0, the software allows users to manage entire external customer interaction cycles.

Remedy has released an enhanced version of its customer service and support (CSS) application. Called Remedy Customer Support 5.0, the software allows users to manage entire external customer interaction cycles, from problem tracking and issue resolution support through to incoming call management via phone, web and e-mail.

According to the BMC Software company, the latest version of its customer support packages allows companies to better serve their customers, improve overall service delivery and increase personnel productivity.

"Remedy's goal is to redefine the customer service and support segment of customer relationship management (CRM). The release of Customer Support 5.0 is just a first step in that mission," says Jim Peterson, vice president of engineering at Remedy.

"We are already the leader in service management, and plan to leverage that problem resolution expertise in the external customer market through a suite of best-of-breed, out-of-the-box customer support solutions that will be announced in the coming months," he adds.

Within the Middle East, there is undoubtedly a growing market for solutions such as Remedy's. A growing number of businesses are beginning to understand the benefits CRM and customer support software can provide and many are already deploying such solutions.

"The implementation of internet and mobile sales application, as well as the UAE's strong ICT orientation and overall healthy economy have already contributed to good CRM sales last year and in the first quarter of 2003," says Abdul Kader Kamli, president & research director, Madar Research Group.

"Now, as more of the larger enterprises and customer-focused businesses start to gain insight into the various direct and indirect benefits of CRM, and appreciate that the long term returns justify making the relevant investment, growth in the country's CRM market is expected to accelerate further in the next two to three years, then stabilise," he adds.